Retention & Quality Specialist
Newcastle (NE12 8BU)
£25,000 rising to £26,000 + performance bonus
Monday–Friday, 9:00–17:30 (no weekends)
We’re hiring a Retention & Quality Specialist to join our Newcastle team.
This is a hands-on, 50/50 role combining inbound customer retention calls with quality monitoring and coaching activity. You will spend time both on the phones and improving performance across the team.
The Role
Retention (50%)
- Handle inbound customer calls with a focus on retaining customers
- Manage objections and deliver strong customer outcomes
- Use your experience to influence positive customer decisions
- Stay close to live call trends and customer needs
- Lead by example through high-quality call handling
Quality & Coaching (50%)
- Monitor and evaluate retention calls (inbound & outbound)
- Identify trends, risks, and improvement opportunities
- Provide clear, structured feedback to agents
- Support coaching sessions and occasional training delivery
- Work with management to improve overall performance and compliance
What We’re Looking For
- Experience in a call centre environment (retention, sales, or customer service)
- Comfortable working on the phones as part of the role
- Strong communication skills with the ability to give constructive feedback
- Good attention to detail and an analytical mindset
- Confident working with call data, performance trends, and behaviours
- A proactive team player who leads from the front
This role is ideal for a high-performing senior advisor or retention specialist looking to step into quality, coaching, and performance development while still staying hands-on.
Benefits
- Birthday off
- Private healthcare & MediCash
- Discounted gym membership
- Onsite café & canteen
- PerkBox discounts
- Cycle to Work scheme
- Employee referral bonus
About Us
We are the No.1 global leader in professionally monitored security, protecting over 6.2 million customers worldwide.
We are a fast-growing business with strong internal progression opportunities and a focus on developing high-performing teams across Europe and beyond.
Apply
Apply now and we’ll be in touch.
All successful applicants will be subject to a DBS check (provided by the company).
Skills Required
- Experience in a call centre environment (retention, sales, or customer service)
- Strong communication skills to provide constructive feedback
- Good attention to detail and an analytical mindset
Verisure Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Verisure and has not been reviewed or approved by Verisure.
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Career-Linked Recognition & Rewards — Rewards are explicitly tied to performance with competitive bonuses and uncapped commissions in sales, and advancement is supported through structured training and internal mobility. This alignment can make total earnings and progression attractive for consistently high performers.
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Healthcare Strength — Benefits menus in several countries include private medical options, telemedicine for employees and families, and agreements for gym and dental care alongside wellness initiatives. Examples cited include Spain’s discounted private medical cover, wellness spaces, and product discounts.
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Leave & Time Off Breadth — Packages commonly feature generous holiday allowances and paid parental leave as core elements. Some locations also advertise extras such as birthday time off.
Verisure Insights
What We Do
Verisure is the leading provider of peace of mind and protection to residential and small business customers across Europe and Latin America. We deliver professionally-monitored security services to over 5.5 million customers in 17 countries across Europe and Latin America, with a team of more than 28,000 colleagues. Verisure’s brand family includes: Securitas Direct in Spain and Portugal (*), AlertAlarm, Dansikring Direct, Falck Alarms, Mediaveil, TeleAtlantic and NorAlarm to name a few! Our alarms are the most widely installed home security systems in Europe. A strong focus on quality and service means our customers are among the most satisfied in the industry! GROWTH Verisure enjoyed consistent growth over the past 35 years as a result of its highly entrepreneurial and innovative approach to business. We also continue to expand internationally. - Strong and visionary Management Team and a robust business plan for value creation. - We are a big company with a start-up mindset, fast, agile and lean, merit based, high-performance and value-driven INNOVATION - We continuously invest more in new innovation to provide effective, intelligent and reliable security solutions. - Offer a breakthrough product & service proposition: identify, research, develop, test & refine advanced security solutions. - Develop exclusive hardware and software features. - Research & Development centers in Madrid and Malmö. - +600 R&D and IT experts… and growing! PEOPLE Our successful growth is dependent on our talent pipeline. Our People are our business! We are: - Passionate in everything we do - Committed to making a difference - Always Innovating - Winning as a Team - With Trust & Responsibility
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